Journal
Missed calls, after-hours cover and front-office operations for Australian practices.
Missed calls
Missed calls and abandoned calls: why your phone report undercounts
A phone report counts the calls your system saw. Busy signals, menu hang-ups and voicemail sit outside that number, and a government audit shows how large the gap can be.
Guide · Operations
Decide If You Need After-Hours Cover
Eight lessons turning an instinct about after-hours demand into a costed decision: what arrives after close, what it is worth, the four cover models compared, and the trial that settles it.
Guide · Operations
Audit How a Patient Reaches Your Practice
Eight lessons measuring what happens between a patient deciding to contact you and a person answering: the hours nobody covers, how to price the gap in your own numbers, and why the first re-measure misleads.
